Art Van Furniture
Reviews and Complaints

I was dining room shopping and one of the ladies TANYA HOLLOWAY at the hall road Shelby Township location just rudely interrupted the rep that was helping me and said, I'll take over. Then as she was rushing to show me different sets, she asked about our floor plan and my husband said we are in a condo & she chuckled and said, her expensive taste. My taste could be as expensive as I want because I'm paying for the furniture. Please precept this lady on customer service. That makes me not want to give you guys my business anymore!

SKU#[protected] Lake Reclining Sofa/Beige Blended /Pu Xg peeling and ripping on seat and arm. Purchased 2/8/15 with extended warranty. Began to rip within last two months, then started peeling. Service rep out on 10/31/18 (Ref # 1705003) indicated we waited too long to report and failed to apply leather protectant every month as recommended. I called Customer Service on 11.2.18, spoke with Sheila, who was rude and argumentative. Bottom line, there is nothing they are willing to do for me. I will admit I did not read every line of fine print, nor the back of every pamphlet and container I received. I used the leather protector a few times. However- I never expected to have furniture fall apart within 3 years of purchase-but purchased an extended warranty "just in case". Art Van will not stand behind their product or their warranty. I obviously need a new sofa and loveseat but will never set foot in another Art Van store again--and I have been a loyal customer for at least 20 years, and spent thousands of dollars on merchandise. Never again! Photos were taken by the Customer Representative on 10/31/18

Purchased a mattress 2010, with 10 year warranty. Used warranty in 2013 because mattress was falling apart with normal everyday wear and tear. WAS NOT informed that the new mattress we were getting would NOT come with a warranty. After all the issues we initially had, i would NEVER get a new one with NO warranty. When I called and talked to customer services rep she just talked in circles as well as the "manager" that called me back. She told me it was my fault I didn't ask about the warranty. Have had nothing but issues with art can, will never go back and will never refer anyone there. I think the whole ordeal is complete bull and they should be replacing my mattress immediately.

I purchased a couch and chose the fabric. When it came in May of 2017, all seemed fine. In July of 2018 all the cushions are in tatters from simple daily use. I called for service and was told it was out of warranty. I consider this bull. Your products should last more than 14 months. I don't have much money and this was supposed to last. I will be telling everyone not to buy your products. I would like new cushions or make me some covers. Or give my money back for defective materials.

The delivery drivers from art van are the rudest, most inconsiderate people on the planet. They do not understand the concept of costumer service at all. They talk to people like they are dirt, and do nothing to help deliveries to go smooth. They will not wait a couple of minutes for costumers trying to leave work and scramble home to meet them. also the three hour window is a very week procedure and only allows the delivery drivers to see how many deliveries they can get canceled and rescheduled per day. The delivery drivers that have my order [protected] on October 10, 2018. should be fired! No one should treat a customer like they talked and laughed at me. KEEP YOUR FURNITURE!

My wife and I were shopping for furniture and settled on a nice grouping as displayed in your Deerbrook (Deerfield, IL) Store. We were taken care of by a sales woman named Letti. We ordered the Detroit sectional and had a choice to make on the length of the Chaise. We went home to measure and decided on the long Chaise. We also said, quite distinctly, that we wanted the brackets that adjoin the pieces because we were putting the furniture on wood flooring and we did not want to deal with separating of the pieces. Letti said "No problem". The only glitch was, since we didn't want to take the throw pillows that were shown with the grouping (We liked the pillows on the group 5 feet away) there would now be an 8 week lead time. We didn't get it but it wasn't a deal breaker.

Fast forward to 2 months later...we received word that our furniture was in. We scheduled the installation and it went very smoothly...except:
The Chaise was the shorter version and there were no adjoining brackets.
I called and spoke with a manager, whose name I don't recall. He told me he would look in to the situation.
I called the next day, after not hearing back from the manager and spoke with another manager, whose name I don't recall. He said he'd look into it.
I called the next day and spoke to a manager named Marissa. She seemed very helpful at first. After looking into the situation, she told me that we ordered the short chaise and that's what we were charged for. Take a look at the attached pictures and you will see that there is no way we would have ordered the short chaise. You will also see that the tags are still on the furniture as we have been hoping against hope that you would try to resolve the issues. We debated the point but, but after belaboring it, decided to let that situation be if we could just get our adjoining brackets. She gave us a credit on the delivery charge. That was very nice but we were not asking for it. She said she'd look into the situation. No, I was told, the Detroit group doesn't come with that. Well, I said, Letti, our sales person, said it did. Can I talk to her? I was informed that she no longer works at the store. She reiterated the point and offered to send me brackets that I could install myself. I said no, not wanting to chance voiding the warranty.We traded texts for a day and then she stopped responding to my communications...still no resolve.
The next day, I walked into the store, ready for an argument. I was intercepted by Frank, who said he was the Sales manager. Frank also said he'd look into the situation and, to his credit, is the only one that followed through on what he said he would do. But, he was unable to help us. I asked him for the corporate phone number which he provided.
I called the number, only to find out that it was the number for dispatch. Dispatch gave me another number which was for another incorrect department. I called the switchboard and was directed to Customer Service where I reached a very nice person named Yolanda (I think) who told me that the only person who could supersede any policies was the Store Manager. His name is Al. I immediately called him and left a voice mail. That was over a month ago and I'm still waiting for a return call. At this point, my hopes are not high.

Suffice to say, we are very unsatisfied with ArtVan's customer service. And no, we can add its product to our list as after a month of light use, the cushions began feeling less than substantial. We have gone back to the showroom and sat in the floor sample, which is obviously of better quality.

Sincerely,

Glenn and Randi Simon
(Address and phone number are show on the invoice)

I went into Art Van with a flyer that I received in the mail that said any queen size sealy, serta, and king coil mattress was 279.00 when I got to the store I was informed that only 3 were on sale for that price and not any that it had to have an astrix or something in small print that I was missing. there was none of that. it also said that the store was giving a 50.00 gift card to anyone who purchased anything over 250.00 but I was told I didn't qualify because the mattress was on sale . I have been a loyal customer to Art Van for many years and am very disappointed in this the sales people at the store said there is a lot of miss prints and that they are not responsible for the miss prints.

After dealing with terrible customer service, and having the delivery date extended- without notification, we finally get our custom order couch.
We were PROMISED by multiple sales associates, Allison Buchhiet being one of them, that our large 90lb dog would NOT be able to damage this high durable leather (I should have known, and went with my gut). Having this couch less than a month, we had scratches. After 2 months a couple of tears. Customer service came out and stated the Sales Person lied, and that this couch can not stand up to dogs. And the damage that has been done, is not covered under warranty.
The fact that these sales associate will lie just to get a sale is unacceptable and so disappointing.
After speaking to the manager Chris Berick, it is apparently Art Van practice to allow for sales associates to lie just to get a sale. There is nothing they can do for the misrepresentation of the quality.

We purchased this item in November of 2016. In April of 2017 the stitching around the right arm rest started coming out. I called the service department to place a service request for repairs to be made. The repair man came out at the end of April to get the report and what the problem was. We were contacted by the service department and were told that the parts had to be ordered. By November we still hadn't received a thing in the way of parts to repair this recliner. On November 17th a package arrived at our home with the replacement parts for the chair. So I called customer service to tell them it was here. They told me it would be two weeks before a repairman would be out to make the replacements. My husband decided to check the package and good thing he did. Because the parts we were sent to make the repair were for the left side and it zipped. Our repair should have been fir the right side and no zipper. So once again I called customer service at the corporate office to complain and they had a new recliner to us. This was the end of November 2017. Now comes the day in May 2018 when the back of the recliner breaks. I called customer service and was told that our warranty had expired. So I once again call corporate headquarters and they said they would send a service tech out at bo charge to us. The service man comes out takes pictures of the recliner and remarked that he had never seen a recliner do that before. We get a call from the service department to say that the damage was too severe and our warranty had expired and it would be to expensive to replace for us. So we have a dismantled chair because the back is broken. If we had gotten this chair in a timely manner it would have still been covered.

I have lived in my home for 25 years and always buy only from art van, I just sold my home and am going for a modern look. I came into the store with my waitress uniform on and all of the staff was talking and having fun while I walked around the store finding so many things I wanted to purchess. Sadly enough no one would help me. I went to gardner white for the very first time and got amazing service and bought my whole condo full of new furniture. Just to test out how the way you dress makes a difference I was in the area yesterday and all dressed up as usual looking good, everyone wanted to help me.. How sad it is that they think a waitress wouldn't have money. My husband has a great job of 30 years and I make great money as a waitress at my job of 27 years. Your company should be ashamed of how they portrayed me as a poor lady. Gardner white is very happy with the sales they made from me and I was happy to share my story with them and many other people about my visit including a local news anchor that I happen to be very close friends with.

We purchased a Flexsteel reclining sofa and loveseat in deep burgundy color for $3424 and added the leather protection on both for an additional $144. The color began to fade in the seams but predominantly on the back rest of the loveseat 17 months after purchase. Technician was sent but Art Van only offered a "courtesy" redye. Less than a year and a half after purchase, they claimed it was from oils in the hair. I've owned leather furniture over my 30 years of marriage and discoloration has never happened before. Nearly 3 years have passed and the discoloration on the sofa now is so unsightly, it's embarrassing. I was reluctant to ask for another service call, but having paid so much for the set we thought would last us for years, and knowing we can't even try selling the set looking as it does, I placed the call, but this time, not even a "courtesy" redye. I clean and condition the leather often but this sub-quality leather was inferior, perhaps because of the deep burgundy coloring, which discolors by merely sitting on it. I shampoo my hair daily and do not use any oils, so it's ridiculous to claim this alone would cause such damage. We are retired and invested in this set thinking it would last us for many years to come, but unfortunately we were let down by Art Van on this purchase.

I made my first furniture purchase from Art Van in the 1990's in Michigan. I have since moved to Illinois and have purchased bedding from the Naperville store about a year ago. Shortly after that purchase, I received a call from the Art Van fraud dept researching a large online purchase using the same credit card # that I had used in their store. It was not my purchase and they said they would process it through the appropriate channels on their end. I immediately cancelled that credit card. Fast forward to 5/5/18. I purchased 4 chairs at the Art Van store in Downers Grove IL. When the salesman took me to the cashier, I provided them my cc to pay in full they called the manager because my name came up as fraud. Imagine my shock. They were very nice in trying to work through it and I had to provide 2 pieces of photo ID for them to make a copy. Mind you, it was a completely different cc # so they attached fraud to my name and not the cc # even though I was originally told it was all taken care of. I received a vm on 6/20 to set up delivery. I called back that same day and was told that they couldn't release the chairs because "corporate" said that they needed another form of payment. The full purchase price was charged to my cc on 5/5 and had already showed on my cc statement. I didn't understand how they could not see that they had already been paid for 6 weeks prior. I was told they would have to call corp but they were gone for the day.The next day I called the store to talk to the manger and she said she remembered me at the time of purchase and knew that it had been resolved then however there was nothing she could do until she talked to corp. I did not hear anything the remainder of that day or the next so I went to the store on the 23rd. A different manager was at the counter and I explained the whole situation to her and showed he my receipt which showed it was paid. She too said there was nothing she could do until she talked to corp. I said the mgr I talked to 2 days before said she was going to do that but I never heard back. I told her the name of the mgr and lo and behold she was sitting there silently behind the counter. When ask, she said that she called corp but they never called her back. She also said that they had received an email from corp a couple of days after the original purchase but they obviously didn't handle it at that time and let it sit for 6 weeks. At that point I was so frustrated that I said that I just wanted my money back and she said wait let me go get the sales manager. The mgr that helped me during the purchase came over and remembered the situation. At that time the first female manager left and a friend that was with me asked her if she should stay until this was resolved and she responded that she would only talk to the customer. Funny thing is that person also made a furniture purchase the same day that I did so she was a customer. Then this mgr stood in the main aisle with several sales people and were talking and looking over at us. All I kept hearing was that this whole situation was caused by them wanting to protect me. He went behind the counter and said he overrode the delivery block and it was now scheduled. Of course I asked how could he do that when everyone else said they had to talk to corp. He said he just did it in the system however it still would need to be approved by his store manager and corp. I asked for the phone# to corp and he said that they wouldn't talk to me they would just send me back to the store. I again said I wanted the number and he pointed to my receipt and said it was right there. I also told him that I wanted a call from the Store manager before I would accept delivery at the end of the week. When I got home I discovered that the only phone number on my receipt was the store's # and not corp as I was told. I waited 2 days and had not heard from anyone so I searched the internet for a customer service phone number and there was not one to be found. I finally called their service and warranty dept and a very nice man gave me the #. I called and the call went directly to vm. I received a call back and explained the entire situation. I also told her that to date not one person apologized for this mess. She apologized. She said that she would have to talk to their corp fraud dept and that they were in a different building. She defended the store in saying that there was noting she or corp or the store could do until the fraud dept provided direction. I asked why they haven't responded after all of these attempts and she said that I would have to be patient and let the process take its course. Are you kidding me? She said that either she or someone from the fraud dept would call me back. She had my cell # to get in contact with me. When I got home from work, I had a vm on my home phone and all it said was "this is "XXXX" and you will receive your delivery on Friday and your account is all taken care of. Really? Was this the fraud dept? Was this the CS dept? And what was the issue with my account?

The chairs were delivered and the delivery men were taking the wrap off of the cream colored chairs and their hands were filthy. I asked him to wash his hands but by that time the first chair was already dirty. He yelled to the other guy he needed to put in call for technician. When I received a call from the service dept to schedule, she said that she understood that my chairs were dirty.I said one chair and she set up a service appointment. Again, 2 opportunities were missed to apologize.

My apologies for the lengthy email but the details needed to be profiled. Needless to say, this has been a horrible experience. I looked up the yelp ratings for this store and it was 2 stars which is not surprising.

- having an online order done with a credit card that had just been used at one of their stores seems more than coincidental
- how can their system not track that they received a payment that cleared their system and they received payment 6 weeks prior?
- why was my account never notated by fraud that this had been resolved?
- what happened to the copies of my personal ID's?
- As I mentioned before at no time during this ordeal did anyone apologize. Instead everyone kept saying they were "protecting me". So this was good thing?

As you can imagine, I have been publicly humiliated and embarrassed trying to rectify this at the store in front of other customers and employees. What originally started as a specific store issue now has me convinced that it is a corporate culture issue. There is no regard for the customer, no follow up and no accountability. Stores say corp, corp says stores and/or fraud. There needs to be some sense of ownership of the customer experience.

In talking with friends, social media seems to be the best avenue to get the message out regarding companies that deserve or don't deserve people's business.

Hello,

We purchased an Arlo Glider Recliner/ M3310 Coffee, Sku #: [protected] from Art Van Furniture store in Port Huron, Michigan on November 24, 2017, along with a 5 piece leather sectional of the same brand and style. The leather sectional was delivered with no problems at all and we love it.
The problem starts with the glider recliner, which was a special order at time of purchase. We were told 14-16 weeks out which would mean at the latest, March 24th, 2018, the chair shouldve been here. Well we never heard anything so I eventually called Art Van on May 4, 2018, to see what was going on with this chair. They informed us that your company flat out forgot to make the chair. So they offered a 50% discount on the chair and said they put an 8 week rush order on the chair and that we should have it no later than July 4, 2018. Well we give them a call today, July 1, 2018, just to make sure everything is still as agreed and they now informed us that the chair wouldnt be here until sometime in August. On top of that the customer service manager at the store here in Port Huron was very rude to my wife.
The problem we have with this is that we feel that we have been taken advantage of through this situation. We understand that mistakes happen, which we were more than patient with the first time, but for them to happen twice on the same transaction is really unacceptable, along with the rude attitude my wife received from customer service. We held up to our end of the transaction so now its time for you or Art Van to hold up to theirs. You see, its not as easy as simply getting a full refund for the glider/ recliner and choosing something else. We have a whole leather sectional which matches to the exact as well. We feel that we should receive 100% refund for the glider/ recliner and a 50% refund for the sectional as well, plus getting the chair delivered ASAP! Now that we have gone half the summer without our matching furniture set that we purchased.
You have to understand that by the time this chair gets delivered (if it ever does), it will be close to 10 months that weve waited, while in the meantinme having to keep our old chair in here, which doesnt match by far, because we have a newborn to rock . We just cant believe the service weve received and are in disbelief that this kind of crap service actually exists, especially seeing that we spent $20, 000 there in a 2 month span.

I ordered furniture back in March . Was delivered damaged twice (special order) . Then ordered different furniture that was suppose to be delivered last week . No calls so I call today and another run around . So now we are canceling our second order . This company does not know anything about customer service. The people are rude . You would think after so many mistakes they would be trying to make things better . This company is a joke . I will never buy from here again . I will spread the word of how awful we have been treated !

06/21/18

I had a delivery scheduled for Tuesday June 19, 2018. Not only did the sales rep misinform me of what was included in the bedroom set but I took off work, missed money for this delivery; that was a fail . My 5 piece bedroom set was missing some sort of bracket for the headboard. That's all they had to replace a small piece. I called the store and Jeff was so nonchalant about it, it basically did not care. He then tells me there is nothing he can do and I have to wait a whole another week to get a redelivery on one small bracket! This is ridiculous ! Customers who's already been served should not have to wait a whole another week, it is not my fault the piece is missing. And then to have customer service reps who just don't care and who are not helpful. Is Artvan reimbursing me for missing work for two days!?

2 Recliners (sku#300218511- Kennedy II design)- We specifically chose Lazy Boy Recliners because we have other Lazy Boy furniture with which we are completely satisfied. I had a customer service representative come to our home to evaluate the fabric quality due to pilling of the fabric on the arms, seats and foot rests within the warranty time and was informed after about 1 week after the service call, that the someone can return to "shave the pills" or we can do it ourselves. The fabric continues to pill and the chairs are now also very creaky when trying to recline. They do not sound very sturdy. The manufacturer's warranty is completed.

Sofa (sku# 300204488)-Saxon Taupe Sofa/Addison Taupe- I reported a tear in the back of the attached back cushions and was told that nothing can be done about it since we did not have an extended warranty on the product. Now there are metal pieces coming out of the base of the sofa where the back of the couch base meets the back of the sofa and where the cushion seats rest. There are at least 4-5 metal pieces sticking out and I almost cut my hand when adjusting the seat cushions. I feel that this is not safe! We also have a child living in the how that I constantly remind to not put her hands behind the cushions without looking if something falls behind the cushion.

We take care of our furniture and do not abuse the products in any way. I am completely dissatisfied with all the products purchased from your store. We were first time customers during this purchase and are not planning to purchase anything further from your store. The furniture we replaced with your furniture we had for 16 years and did not have such issues until just before we purchased your products. I feel that your products will not provide long term use and should be considered expensive disposable furniture considering that we have had the furniture less than 2 years.

Last March my husband and I came into Art Van Furniture to look for a mattress. The reason for the new mattress was my lower back was stiff in the morning and I noticed that our mattress was becoming worn out, and I thought the new mattress might help with that. The salesman at Art Van F. gave us the sleep test, showed us a few models and after laying on it for a bit we thought that yes, this was the right one! It wasn't a cheap mattress either, a Stearns & Foster.
After the mattress came, I found that I was having issues with it, it was really hard and I wasn't comfortable at all. I called my salesman to see if we could return it for a different model and he suggested I just keep trying to make it work and said I would get used to it after a month. Well a few months have come and gone and I've had some pretty serious back issues - I've gone to my family doctor, chiropractor, physical therapy, Orthopedic surgeon. Perhaps my back wasn't in the greatest shape before I bought the mattress but at least I could deal with it and walk; since I started sleeping on this mattress it has become a full blown painful condition. Now, every day when I get up I can hardly walk, I have shooting pain in my lower back and right glute, it's so bad that I'm going to a Pain Doctor to see how I can manage the pain.
Bottom line - I wish I had never purchased this mattress and I will not recommend Art Van Furniture to any of my friends when purchasing a mattress as this experience has left me quite unhappy.

We purchased furniture at your Deer Park IL store. We were informed the Marisol Sectional came with connectors. When the furniture was delivered, we were told different. The sofa did not stay connected. After 5 days we decided to return it. Also, we purchased a Soma Platinum Dual Power Recliner with the battery pack. We were sent a Fleat Battery Pack which was the wrong battery pack for a Soma recliner. We started having issued with the recliner after 2 weeks. It would not hold a charge and the chair started making noises. Also, we received a charge 1 month later of $348.82 and was told it was a promotional fee. Contacted the bank and they informed us that this charge should not have been allowed 1 month later. When returning the furniture they charged us a 15 - 25% restocking fee. We feel we should NOT have been charged 25% on the sofa, due to we were misinformed at the time of purchase regarding the sectional and connectors.

To Whom it May Concern,
We are an elderly couple who moved into a somewhat smaller house, downsizing from a very large home. We decided to buy new furniture for our new home. After shopping your store we decided it would be Art Van. We bought all new living room furniture and dining room furniture. Love the look of the furniture in our new home. We take such good care of our things and use your cleaning products for the leather and tables, etc. After about a year and a half the color started coming out of our leather furniture. A great surprise to us; we are so fussy and did not expect leather to lose it's color. We called the store we bought it from and a gentleman came out and recolored the spots; no charge. He told us, however, that if the color came out again, Art Van would have to charge us to have someone come out and recolor it again. Well, the color has come out and we are extremely disappointed! Furniture not even three years old and it looks awful. I thought Art Van had quality furniture? We will never purchase furniture from Art Van again or recommend your store to anyone. People ask us where we shop because they like our style. Well, we will not tell them your store for sure.

Frankenmuth, Michigan 48734

I purchased a twin pure sleep mattress in March of 2018. The salesman told us that there was a warranty on it. That if you did not care for the item after trying it out it could be returned. It's been over a month now since I bought the mattress, & I wake up everyday with a back ache. I work all day & my back hurts real bad! This mattress is not a good fit for me, especially the price I paid for it. Is there anything that can be done about this, I would love to sleep at night! Thank you
Christine Emerson